> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tied.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Roles and permissions
> Two assignable built-in roles, and custom roles for permission sets that don't fit them.
Every person in an account holds one role. Two can be assigned from the dashboard; Enterprise accounts can define their own.
## The two assignable roles
| Role | Intended for | Broadly can |
| - | - | - |
| `agent` | People handling conversations | Work the inbox — reply, assign, resolve, apply labels and macros |
| `administrator` | Account owners and ops | Everything, including settings, billing, integrations and user management |
The industry calls both humans and bots "agents". In these docs, **agent** always means a person;
the software is always an **AI agent**. The `agent` role above is the human one.
**A third role, `manager`, exists in the data model but is not assignable from the dashboard.** You may
encounter it through the API. It is not currently part of the product's permission model — if you need
something between agent and administrator, that is what [custom roles](#custom-roles) are for.
## Custom roles
When the built-in roles don't fit — a finance reviewer who should see reports but never touch conversations, an outsourced team that should only handle unassigned tickets — you can define a custom role from six permissions.
| Permission | Grants |
| - | - |
| `conversation_manage` | Manage **all** conversations in the account |
| `conversation_unassigned_manage` | Manage unassigned conversations, and assign them to self |
| `conversation_participating_manage` | Manage only conversations they are assigned to or participating in |
| `contact_manage` | Manage contacts |
| `report_manage` | Manage reports |
| `knowledge_base_manage` | Manage Help Center portals |
The three conversation permissions are deliberately graded rather than a single on/off. `conversation_participating_manage` is the tightest — useful for contractors or overflow teams who should see their own work and nothing else.
**Custom roles are an Enterprise capability.** See [Custom roles](/admin/custom-roles) for setup, and
[Plans](/pricing/plans) for what each tier includes.
## What roles do not control
Two things people expect to find here and won't:
**Tool scope.** What your *AI* agent can touch in your connected systems is set by your plan and your integration configuration, not by human roles. A custom role cannot grant an AI agent write access, and an administrator's permissions do not widen what the agent may do. See [Plans](/pricing/plans).
**Billing visibility.** Access to billing and invoices follows the `administrator` role specifically; it is not one of the six custom-role permissions.
## Changing someone's role
Roles are assigned when you invite someone and can be changed at any time from workspace settings. Removing a person's access does not delete their conversation history — past assignments and replies stay attributed.
See [Users and roles](/admin/users).
## Next
Inviting people, assigning roles and deactivating access.
Grouping agents for routing and coverage.
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